ComplaintsforMentor Window & Home Improvement

• Initial Complaint

  04/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 6, 2023 I had insulation blown into the wall of an office and the soffit below the office for a total cost of $825.00. Holes were cut into the wood siding outside to blow in the insulation and wood plugs were inserted. On April 17, 2023 I called to tell them that the wood plugs were falling out. The owner told me he would come out to check to see what was going on and that he would have to install larger plugs and would let me know if he had to order a different size. We agreed that gluing them in would help secure the plugs. I did not hear back from him so I called and left a message on April 21, 2023. I did not get a call back so on April 24, 2023 I called again. I explained the issue and was told the subcontractor would contact me later that day or he would call back later that day to settle the issue. It is now Aril 28, 2023 with no response and the plugs are still loose and falling out.

  

  Business response

  04/28/2023

  I just spoke with *** there was a misunderstanding. We have 2 Steves, one is the owner, 1 is the insulation installer. *** thought he spoke with ***** the owner which was not the case. ***** our insulation guy didn't call the customer back for whatever reason and *** thought we were avoiding him which we would never do to a customer that chose to to business with us. *** and I head a pleasant convo about the misunderstanding and ***** the installer is calling him to set up a ***e to finish the last 10-15 mins of work. Thank you!

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We signed a contract for all new windows installed selecting the better quality windows and screens for a total of $11,936 in July 2020. The windows were installed in Oct 2020. Upon arrival, one was cracked and one window had the tinting placed on the wrong side so the white blinds we had inside the windows looked green. Three months later, another window pane cracked. It took over 6 months and many calls to get the situations handled. When we were able to open the windows in the spring, we have a ton of bugs that are entering through the screens. We cannot get anywhere with Mentor Windows; they turned us over to ****** ******** ****** who came out and witnessed massive bugs entering through the screens, yet he thought it looked like the "better view" screens which gave better insect protection, but could not show us the difference between the grades of screens and said he never saw anything like it and has not returned with a solution. The screens need to be replaced.

  Customer response

  09/21/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We have included responses to their response.
  
  Regards,
  *** *** ****** ********
  
  
  

  

  Business response

  10/13/2021

  -8-2020  Job sold.  Ordered.
  
  9-1-20 Materials arrived and job issued to installer.  
  
  9-23-20 Installer says left several messages with no call backs. Office spent time trying to reach & gave them installer phone number to schedule install directly.
  
  10-5-20 Install date.  Installers advise of stress crack in 1 pane of a large mulled unit. Submitted & service dept completed.
  
  2-17-21 Customer advise that blinds in 1 unit (bathroom window) look green compared to other blinds (a patio door).  This was due a difference in glass types – windows in Sup 3 and patio door in Sup 2 (both standard options).  Due to customer not being happy, new glass was ordered for the bathroom unit at Mentor Window’s expense.
  
  2-24-21 Customer advise stress crack in other side of same large mulled unit.  Ordered.
  
  3-26-21 Received bathroom glass & master bedroom glass and was issued out to installer on this date.  Set for install 4/6/21 at 9am.  Customer called after hours on 4/5/21 saying that he was rescheduling from 9am to 1pm.  Installer had to reschedule other jobs as we could not get a hold of customer.
  
  5-24-21 Customer called in to advise that he has bugs coming through the screens.  Multiple employees went out to address (Dan verified screens were all seated in window track properly, ***** went to discuss.) We did note that their backyard is a swamp.  ****** ***** is actually one of the largest natural marshes remaining along the **** **** *********, as per the Nature Center website.  Sent ***** from *** to see situation & explain how screens function (there are holes in them), and did witness miniscule gnats/fruit fly type bugs.  Advised ******* supervisors of situation.
  
  Also note: multiple news reports in NE Ohio regarding excessive bugs this year due to heightened algae levels in Lake Erie and tributaries/waterways.  Swarms have actually been visible on weather radar maps. First Energy actually shuttered some lights throughout the area in order to attempt to combat the inevitable swarms.
  
  6-8-21 Submitted to ******* service department.
  
  9-15-21 Received random unexplained BBB complaint.  Contacted customer and Mentor Window agreed to purchase over the counter specialty mesh (specifically for bugs) and re-screen all of his windows at no cost to him.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩